Specialist - ITSM Change Management

About the role

The Change Manager is the global lead for ITIL 4 Change Enablement, responsible for delivering technology change with the right balance of speed, control and risk. Based in Pune, this senior individual contributor will own the Change Enablement practice for business‑critical insurance services and coach junior analysts.

Key responsibilities

• Own the global ITIL 4 Change Enablement practice, including policy, governance model, metrics and continual‑improvement roadmap.
• Define and enforce proportionate governance for Standard, Normal and Emergency changes with clear entry criteria and segregation of duties.
• Chair or orchestrate CAB and emergency change meetings only when collective assessment adds value.
• Manage the enterprise change calendar, resolve collisions, protect critical business periods and coordinate with Release Management.
• Govern high‑risk and emergency changes through enhanced challenge, senior authorization and post‑implementation review.
• Maintain ServiceNow Change Management controls, templates, approval flows, conflict checks and dashboards.
• Measure and report change success, failure, emergency usage and other key metrics to drive improvement.
• Analyse change‑related incidents with Incident and Problem Management and ensure corrective actions are closed.
• Partner with cybersecurity, architecture, testing and assurance teams to embed risk requirements.
• Drive automation of low‑risk changes while preserving effective challenge for complex changes.
• Mentor junior analysts in risk assessment, record quality and stakeholder facilitation.

Required profile

• Senior‑level professional with proven experience in ITIL 4 Change Enablement.
• Strong understanding of risk‑based decision pathways, governance and auditability.
• Experience chairing CABs, managing change calendars and coordinating with release teams.
• Ability to analyse change‑related incidents and drive continuous improvement.
• Excellent stakeholder management across technology, business, cybersecurity and vendor groups.

Required skills

• ServiceNow Change Management
• ITIL 4 framework
• Risk assessment and governance
• Change management process design